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1
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Jay G (Disabled)
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Taking a bit of time to offer a good relationship with customers is the most important thing. I've worked in customer service and it is amazing how a small amount of listening and a generous attitude can win customer loyalty.
I had a wonderful experience again with CCbill's customer service regarding a very poorly designed website I had subscribed to. The password included a dollar sign in a font that looked like an S, so I had wasted 10 minutes unable to sign in.
A friendly analysis of the problem by the CCbill representative got me signed in in under 5 minutes, but also gave me a positive feeling about CCbill that makes me always want to use therm whenever possible because I know there will be no bad surprises paying for a website with that service.
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12-13-15 05:01am
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2
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Monahan (0)
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REPLY TO #1 - Jay G :
Ditto Epoch. They also go the extra mile.
But the one area where sites, generally, really suck at is all forms of customer service especially when it doesn't involve billing.
A customer service rule we had where I once worked was that all management was required to play an anonymous customer and see how the customer service process actually worked in real life.
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12-13-15 11:15am
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3
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Drooler (Disabled)
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When you think paysite, are CCBill, Epoch, or other third-party billing companies what come to mind? I thought the question was about content providers.
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12-13-15 04:16pm
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4
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pinkerton (0)
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Better website navigation and the ability to save and manage favourite scenes and models. Also, once you've joined a site you should remain a member, even if your subscription has expired, that way you can fully navigate the site and check for new content and if you want to view content, you renew your subscription.
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12-14-15 01:55am
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5
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Jay G (Disabled)
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REPLY TO #2 - Monahan :
Yes, I always thought that if a site had a monitored forum which rapidly responded to customers thoughts, complaints, and ideas, it would certainly keep many loyal customers. I remember back in the very early days of Kink.com being given the opportunity to provide feedback which ended up in them actually creating a new site. Even though I was only a small part of the new idea, I felt wonderful about their listening and working with that idea. Probably spent a lot more money over these many years at Kink.com simply because I felt a loyalty that I wouldn't feel from webmasters who don't listen.
I love the idea of the customer service supervisor caring enough be an "undercover boss." I used to teach customer service representatives and did phone work myself just to show that even with difficult customers (and there were many), shutting up and actually listening to their angry complaints was more important than anything else. Often listening and a small showing of generosity at the end would win the loyalty and good words of customers who otherwise would have gone away in disgust.
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12-14-15 07:05am
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6
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LPee23 (0)
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It's definitely customer support. Too many sites are run with a "set it and forget it" type attitude, where the goal is to make maximum revenue with minimum effort. This attitude really puts the "passive" in passive income. I actually get where this is coming from, because customer support costs money, but good customer support can pay off. If you actually want to build a quality brand, it is essential.
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12-14-15 08:23pm
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7
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merc77 (Disabled)
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It should be all the above.
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04-25-16 02:36pm
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